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Skill Level : Easy, uses built-in metrics, no complex configuration
Time Required : 15 minutes
Ingredients :
- One Report
This recipe provides a quick way to see the number of tickets in your account broken down by the assigned agent and the channel the ticket was submitted via.
Creating the report
- Click the Reporting icon (
) in the sidebar, then select the Insights tab. - Click the GoodData link in the top right corner.
- In the top menu, click Reports > Create Report .
- Open the What menu and select "# Tickets".
- Open the How menu and select "Ticket Assignee".
- Click the "T" icon next to the attribute name.
- Select "Ticket via" in the How menu. Click Done when finished.
- You can also filter out tickets that do not have an assignee by selecting "Ticket Assignee" isn't "( empty value )" from the filter menu.
- You will need to switch the report to a stacked bar chart.
- Click on Show Configuration . Select "Metric Values" as the X Axis, "Ticket Assignee" as the Y Axis, and "Ticket Via" as the data series.
- Under Advanced Configuration :
- Check Values and Boxed .
- Set the text to 11.
- Uncheck Gridlines .
- Click Create to give your report a title and save for later use.
10 Comments
Hi, this article is very helpful yet I do not seem to be able to find any extended information regarding "web" as a channel. Is this the so named "Web Form" at Zendesk?
Where can I find a list of the channels that are being measured by this metric?
Thanks a lot!
Hello,
I've followed the instructions here but am now having trouble locating the report I've created in my Insights Dashboard. Any pointers?
Thanks!
Hey Beth,
Reports do not automatically get added to a dashboard. The report will get added to your list of Reports which you can access by going to Reports > Insights > GoodData and selecting the Reports tab.
You can create dashboards and add reports to them easily though. You can find instructions for doing so here: Creating Dashboards in Insights.
Thanks for your question!
Hey guys, was hoping someone could help me out please, I need to create a report on a month to month basic showing all tickets logged, what system and what the problem was with it, so, so far ive selected #Tickets for the what, System and Subtype (our terms for system and what the issue was with that system) but for the filter I want to simply produce the last months worth of report, any idea what I choose for the filter? Id like to save this and run it at the end of every month so a generic "end of the month" option would do but obviously only selecting that 1 month, thanks.
Hey Gareth! We have a couple Insights experts among our Moderators, so I'm going to check with them to see if someone can help with this!
Hey Gareth, simply filter by Month/Year (Ticket Created) is this month
Here is a list of the channels.
Apparently we have 13% by chat, that sounds much, but maybe true?
Can someone confirm this is were the tickets are created, not counting each comment?
Hello - I am trying to create a report for Agent Activity but need to include the "Views" as one of my categories. We use these views particularly to separate/distinguish the type of tickets we receive. Is there a way to use the views categories as part of a custom report?
cheers for the help guys n happy new year!
Hi Julie!
Views aren't brought over into Insights. Can you tell me more about why you need to report on this information? Offhand, you might be able to do something with a custom ticket field or tag.
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